Customer Service Representative I - WV Customer Contact Centers - Fairmont Corporate Center

About the role

FirstEnergy is a forward-thinking electric utility committed to making customers’ lives brighter, the environment better and communities stronger. Headquartered in Akron, Ohio, FirstEnergy operates one of the nation's largest investor-owned electric systems, with over 24,000 miles of transmission lines connecting the Midwest and Mid-Atlantic regions and a regulated generating fleet exceeding 3,500 megawatts. This on‑site Assistant Customer Service Representative position is located at the Fairmont Corporate Center.

Responsibilities

• Receive and respond to customer inquiries in accordance with company and regulatory guidelines, including billing questions, service issues, outage information, credit inquiries, and company products
• Answer inbound customer calls related to electric service, billing, payments, and account information
• Accurately input phone requests into customer information systems
• Demonstrate active listening to assist and understand customers with a focus to resolve their requests as part of first contact resolution
• Perform account maintenance and service transactions following established procedures
• Assist customers with billing questions including processing payments
• Research customer inquiries and complete required system documentation accurately and timely
• Provide critical customer support during storm events and emergency situations
• Receive and process outage reports and emergency calls in accordance with regulatory and company guidelines
• Communicate outage status, estimated restoration times, and safety information clearly and accurately to customers
• Maintain professionalism and effectiveness during periods of high call volume, extended hours, and rapidly changing conditions
• Support business continuity efforts by working extended shifts, overtime, or modified schedules during storm response as required
• Follow up with customers when needed to ensure resolution
• Demonstrate calm, courteous, and professional behavior when handling challenging customers
• Use effective communication skills and sound judgment to resolve routine customer concerns
• Demonstrate a strong commitment to safety, FirstEnergy values, and customer service excellence

Qualifications

• High school diploma or GED required
• 1-3 years of customer service or related work experience
• Excellent customer service skills (friendly, courteous, and helpful)
• Demonstrated alignment with FirstEnergy values and behaviors
• Strong organizational skills with the ability to multitask and be self‑motivated
• Ability to work effectively under pressure in a fast‑paced, changing environment
• Ability to follow established procedures and guidelines
• Willingness to learn and demonstrate a questioning attitude to improve performance and build relationships
• Ability to read and interpret training materials, reference guides, and online tools
• Ability to accurately perform basic math calculations, including an understanding of billing concepts
• Strong verbal communication skills, including grammar, tone, and clarity
• Proficiency with Microsoft Office applications; experience with SAP and Access preferred
• Strong computer proficiency, including keyboarding accuracy, system navigation, data entry, and the ability to effectively use multiple applications in a fast‑paced customer service environment